Service Availability - OSU

Our official supported hours are 7:30 am - 5:30 pm. Monday through Friday. Operations staff are always available during that time, excluding university holidays.

Requests to have guaranteed support outside the normal hours are at the customer's expense and requests need to be made, in writing, at least two weeks prior to the requested date. Enterprise Computing Services does not assign personnel to be on Standby without a written request from a customer.

The Banner system has a number of automated processes that page Systems staff if there is a problem between 5:30 pm and 10:00 pm each weekday and from 7:30 am until 10:00 pm on weekends. Although not guaranteed, the Systems staff makes every attempt to respond to trouble calls and pages during those hours.

Given the above reality, we encourage our customers, doing mission critical weekend or weekday (after hours processing), to purchase the standby service from Enterprise Computing Services.

Schedule for Maintenance Outages

Banner is always out for system backups from 11:55 p.m. Friday until about
7:30 a.m. on Saturday. We reserve the first Saturday of each month from
6:00 a.m. until 6:00 p.m. as a regular system maintenance time. We will
announce by Friday noon if we are going to use this time. If there is a
user need for Saturday morning service, please contact
Kent Kuo at least two weeks in advance so that we can ensure that service.

Occasionally there is a need for a more extended outage and we work with the Administrative Computing Users Group to fix dates for these outages in advance. Shorter outages (30 to 90 minutes) may be scheduled from 6 a.m. to 8 a.m. or 6 p.m. to 8 p.m. weekdays with advance notice. We rarely do this, but sometimes it is desirable to have hardware service personnel in during this period, or to incorporate a system change before the weekend.